DVC owners.......please report when something is not working or breaks in your unit

[MELSMICE]

We just returned from a great stay at OKW, however, once again there were some things in our unit that were broken or in need of repair. This happened to us in October. We made our disappointment known to the front desk & some things were taken care of at the time.

We did write letters & speak to some people supposedly "in power".

During this stay in our 1BR unit the dishwasher drawer was completely broken, a bedroom lamp was broken, the sink next to the jacuzzi was pulled away from the wall, some of the dresser & kitchen drawers were sticking & were very difficult to open, some of the cupboard doors were warped, all the plugs would fall out of the wall sockets when we plugged in chargers, etc.

In addition, we found some remnants of the previous guests which was kind of gross. (in October we found a pair of kids underwear in the pull out sofa!!!!!)

So, this time around after speaking with the OKW manager, along with engineering/maintenance manager we had an engineering crew, along with cleaning crew in our room for an entire day. They took care of everything, with the exception of the cupboards as that is a bigger issue & would have inconvenienced us greatly. We were also compensated for our inconvenience.

When we go into our unit we always make sure that everything is in working order & if it is not, we report it. Ie....broken blinds, light bulbs out, etc. Minor or major, we always report it. We are the owners, we are paying for these things & they should be repaired & in working order.

We were told the rooms are checked thoroughly but only on a quarterly basis. We told them that because guests are extremely hard on the rooms, they really should be checked more often. We suggested a checklist for all guests/owners to fill out upon departure.

I guess my point is that as owners, please remember to report if something is not working properly so it can be repaired. Even if you don't care about it during your stay, then report it before you leave so it is correct for the next guest.

Thanks - vent over!!!!

 

[DisDaydreamer]

I guess my point is that as owners, please remember to report if something is not working properly so it can be repaired. Even if you don't care about it during your stay, then report it before you leave so it is correct for the next guest.

Thanks - vent over!!!!

Indeed... We all need to make sure MS is aware of any problems.

 

[RLRDA]

We were told the rooms are checked thoroughly but only on a quarterly basis. We told them that because guests are extremely hard on the rooms, they really should be checked more often. We suggested a checklist for all guests/owners to fill out upon departure.

I guess my point is that as owners, please remember to report if something is not working properly so it can be repaired. Even if you don't care about it during your stay, then report it before you leave so it is correct for the next guest.

Thanks - vent over!!!!

It's sad that owners/guests are extremely hard on the rooms - but true. I think the checklist idea is great - it could be an opportunity to report problems within the villas and praise anything owners/guests see as positive experiences during their stay. Thanks for posting your experience and glad to hear you were compensated for your inconvenience.

 

[dwelty]

We noticed the same thing in our OKW room in November. It is the oldest resort, and I think alot of guests just don't bother to call in items. The housekeeping staff needs to be trained to do this.

We had missing knobs on the kitchen cupboards, A broken lamp and a broken TV in the living room.

I will say that once we reported it, it was all taken care of the very same day.

Now if they would just replace the tourture racks they call beds, all would be well there!

 

[Longhairbear]

I have experienced missing light bulbs, cookware, and the wheels of the lower dishwasher rack. This happened at BWV, and VWL. They replaced all while we were at the parks. In the case of the dishwasher rack at VWL, they were glad to know which room had the missing wheels. They had received complaints the previous week, of a family that was using the dishwasher rack as a go cart in the hallway.

 

[Nikisha421]

It's sad that owners/guests are extremely hard on the rooms - but true. I think the checklist idea is great - it could be an opportunity to report problems within the villas and praise anything owners/guests see as positive experiences during their stay. Thanks for posting your experience and glad to hear you were compensated for your inconvenience.

maybe not owners but renters...and yes, somes owners probably are hard on the room, but more likely someone who is less attached (renters, friend of an owner)

I have experienced missing light bulbs, cookware, and the wheels of the lower dishwasher rack. This happened at BWV, and VWL. They replaced all while we were at the parks. In the case of the dishwasher rack at VWL, they were glad to know which room had the missing wheels. They had received complaints the previous week, of a family that was using the dishwasher rack as a go cart in the hallway.

absolutely childisn and ridiculous and I hope they were definetely renters!!MY that be true Please!!!

 

[dcfromva]

When we go into our unit we always make sure that everything is in working order & if it is not, we report it. Ie....broken blinds, light bulbs out, etc. Minor or major, we always report it. We are the owners, we are paying for these things & they should be repaired & in working order.

We were told the rooms are checked thoroughly but only on a quarterly basis. We told them that because guests are extremely hard on the rooms, they really should be checked more often. We suggested a checklist for all guests/owners to fill out upon departure.

I guess my point is that as owners, please remember to report if something is not working properly so it can be repaired. Even if you don't care about it during your stay, then report it before you leave so it is correct for the next guest.

MELSMICE,
I think a checklist is a good idea--or at least a sheet where you could note any problems. It is a pet peeve of mine as well--especially things that are obviously wrong with the room and the housekeeping staff should have noticed it when they were doing the cleaning. Like a slow drain--they clean the sinks, right? Or, water leaking under the sink onto the floor. Or, a broken towel rack... Light bulbs--they have to turn the lights on to vaccum and change the sheets, don't they?

On our last visit, the internet was not working in our room. (Admittedly, this is one of those things the housekeeping staff would have any idea it was not working.) Anyway, I was on the phone with tech support for about an hour in the morning when they determined the problem was a bad modem. They emphasized that we didn't need to stay in the room to get the problem fixed. Supposedly they had written up a ticket to get the modem replaced. So, we left for some fun in the park. When we returned, someone had put a new cable on the table with a note that "this should fix the problem". I tried to get on-line. Nope, the same problem as before. I called tech support and spent another 1/2 hour on the phone with them where they first said there had been no ticket (I asked them why I had this note which said "this should fix the problem"), then they went through all the same diagnostic steps and then came to the conclusion the modem was bad and needed to be replaced, but by this time it was too late in the day to get a tech out to replace it... We checked out the next day and I wonder if they fixed the problem after we left.

 

[rantnnravin]

Don't forget , too, that CRO has been heavily marketing OKW and SSR as cheaper Deluxe accommodations.

 

[colonialtinker]

We suggested a checklist for all guests/owners to fill out upon departure.

I think this is a great idea

 

[kid-at-heart]

I am so glad you posted. I think a check-list would be great. Maybe a disner would be willing to create one to share and we could all carry it with us to submit to management when items are in need of repair. Anyone up for the job?

 

[drusba]

We usually do a quick inspection when we arrive to make sure things are working and then report anything immediately (which usually results in having things fixed the first day). But it never ceases to amaze me what things (usually minor) that we find wrong and have to ask "How long has it been like that and no one said anything?" For example, at BWV last time we found two lamps not working, one in the the living room and one in the bedroom of the 1BR. They were not working because there were no light bulbs in them. I assume the people before us did not leave taking the lightbulbs with them.

I think many assume that the room cleaners must report things. They obviously don't and it is not part of their job to check on everything. The only way for things to get done is for owners to report them.

 

[dcfromva]

I think many assume that the room cleaners must report things. They obviously don't and it is not part of their job to check on everything. The only way for things to get done is for owners to report them.

I agree with the first part that room cleaners don't always report things that are wrong--but, why wouldn't it be the job of housekeeping to report when things are obviously broken and in need of repair? That does not make sense to me that it is up to the guests to report when a lightbulb needs replacing or there is water leaking under the sink (which might cause damage not only to the unit in question, but units beneath as well).... or, the toilet won't flush.. et'c...

Shucks, I see folks who appear to be Disney management (in business attire with) attending to something else--reach down and pick up trash in the parks, if they notice it.

 

[MELSMICE]

I'm glad, but also sad, that we are not the only ones this happened to. I thought maybe we were just being too critical of things, but I can see that it is a real issue & should be addressed by DVC management at each resort.

Four times a year to thoroughly inspect a unit is obviously not enough. I would say that once a month would be more in line.

 

[CarolA]

I always make a point of stopping or calling on my check out day for anything. Generally unless it's "Major" I don't do it during the stay as one of the reasons I find I like DVC is there is NOT the constant parade in and out of my room LOL!

Now my last time it was just a light bulb or something. Seriously in UPTEEN stays I have never had anything major.

I did check into one studio at OKW that had not been cleaned. I did NOT stay, just back to the front desk where they were very apologetic. (I did make a point of mentioning this to a manger the next morning as the staff had indicated the room was clean and just left the cleaning supplies in the room with the beds stripped. Housekeeping dropped that ball)

Do NOT expect housekeeping to report/notice. They are on a TIME limit and just trying to get done. (I was recently at a Marriott where I think EVERY light in the room was burned out. I did wonder how the staff cleaned in the dark LOL!) This is just a fact at ALL hotels except for maybe real Deluxe hotels (NOT anything managed in ANY way by someone with Disney in the corporate name LOL!)

 

[Goofy's apprentice]

I totally agree with letting them know immediately if something is mission or broken. While housekeeping certainly should be doing this, they are under time pressure for sure. Don't we all keep pushing to get our rooms as soon as possible?

We always call right away. Haven't really had anything major. Once the outside of the balcony doors at BWV had not been cleaned in a very long time! It was remedied immediately. Other items were usually fixed/replaced by the end of the first day.

A simple call to housekeeping gets it taken care of rather than an angry call to management when the items have accumulated to a serious level.

 

[MELSMICE]

I totally agree with letting them know immediately if something is mission or broken. While housekeeping certainly should be doing this, they are under time pressure for sure. Don't we all keep pushing to get our rooms as soon as possible?

We always call right away. Haven't really had anything major. Once the outside of the balcony doors at BWV had not been cleaned in a very long time! It was remedied immediately. Other items were usually fixed/replaced by the end of the first day.

A simple call to housekeeping gets it taken care of rather than an angry call to management when the items have accumulated to a serious level.

For us, we weren't angry with management & were definitely not rude or anything when we spoke to them. In fact, we were extremely polite as we feel you can accomplish more when you speak to people rationally rather than irrationally.

We made sure that everyone knew we were appreciative of their help & thanked them for everything they did numerous times.

They were also thankful that we told them of the issues.

 

[DVCDadCNY]

Our last stay at the BWV in April 2007 saw 2 major problems for us. 1st was the dishwasher wouldn't run at all. They ended up being able to fix it. The 2nd was the toilet. I had to call 3 times in the course of 1 day to get it fixed. They ended up replaced it with a brand new one out of the box. With 4 people in one room and no working toilet I was getting a little upset. Hopefully our up coming trip will be better.

 

[goldilocks_63]

Last December, I was staying at SSR, and was asked politely by housekeeping to let them know a.s.a.p. as I was out of the room, becuase they had to do a V.I.P. cleaning.... The room was an end room, and they were going to block off the entry / exit to that area. (plus, it had a lovely view. It was in the Grandstands, which is considered V.I.P becuase it's isolated, has it's own pool, but still near the HH).

I asked what V.I.P. cleaning was, and apparently if a person of importance checks in, the room is thoroughly cleaned. I was waiting for my lugguage to be picked up, and I saw them clean behind the fridge, in the fridge, and even behind the sofa. (one cleaner, and a supervisior housekeeping in attendance). I mean, it was spotless....

I wish they could do that periodically for us regular members.

I usually stay a week or so, so I do call in everything (big and small) I find wrong with the hopes that it makes the next person's stay more enjoyable. Admitadley, I may wait a day or so to unwind, unpack first, but I call it in while I'm there so I can monitor the progress. I used to call it in the last day, but then I got the feeling that it would only get the once over, and only the most obvious of problems fixed.

I hope I"m not blacklisted as a pain the a.... owner. I call the stuff in becuase I love my DVC, and figure that they can't fix the stuff if they don't know about it. I have had great trips, and think for the most part the rooms are super, but just trying to do my part to help keep things in good condition.

Maybe someday I'll be a V.I.P.... LOL.

At any rate, if I have enough issues, I think just call housekeeping and / or engineering and they can help you out. THey have always been responsive to me issues, and I usually just let them come in whenever I'm out (valuables are locked up).



Goldi

 

[wildernessDad]

I agree with this. I think non owners don't care as much or at all about this stuff.

 

[anna08]

Who's the best person to notify while at the resort? Front desk, maintenance? Do you also send an email to the DVC member satisfaction group? I certainly would fill out a checklist (Dis or Disney generated) if one was available. They've got 5 hours to get that work done between check-out and check-in, right?